Guide to setting up SMS response

9 댓글

  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Michael,

    When you're updating the ticket are you doing so from the Agent Interface? If so, could you remove the Update > via > Text condition to see if the trigger fires appropriately? It may be worth removing the Channel > is > Text as well since the trigger should only fire if it contains one of those tags.

    Let me know if you continue to experience any issues.

    Thanks!

    0
  • Michael H
    댓글 작업 고유 링크

    @Brett: FYI - I'm now dealing with Support on this, and I agree that removing one or more of these might be the solution.

    The problem is relying on a tag-based solution means that if the tag isn't there, it goes via another channel.

    So i'm wanting to build this in a way that caters for the 'lowest common denominator' agent, who can and will forget to add tags, which in turn could prevent the customer receiving the response through the same channel - thus creating avoidable customer frustration and in turn increase interaction cost and retention/satisfaction risks.

    I'd also hope that by the time I get to the end of resolving this, I can actually share a 'missing manual' style post for helping people get their SMS setup on Zendesk right (because as a result of going through this process, I've discovered a lot of gaps which will trip users up and impact service).

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Thanks for the update Michael!

    Feel free to post your findings back here :) I think other users may be in the same boat so any additional information we can relay is super helpful.

    Additionally, I was able to track down a couple resources but you may have seen these already:

    Let me know if there's anything else I can assist with in the meantime!

    0
  • Michael H
    댓글 작업 고유 링크

    I've got it, finally figured out how to exclude signature from SMS messages.

    See the updates to the original post.

    Also thanks to a 4yr old post which helped me stumble on the method:
    https://support.zendesk.com/hc/en-us/articles/203662146/comments/203487578

    1
  • Laura
    댓글 작업 고유 링크

    @Michael - this worked great for SMS but while testing it with an email I see that the signature has been removed completely. Any idea what I may have set up incorrectly?

    --------------------------------------------

    {% assign tags = ticket.tags | split: " " %}{% for tag in tags %}{% case tag %}

    {% when 'attentive' %}

    {% else %}

    Best wishes for continued vitality!

    Kind regards,

    {{agent.name}}

    Customer Service Manager

    ![VitaCup.com](https://cdn.shopify.com/s/files/1/1692/2311/files/email__logo.png?8533773394300247278)

    {% endfor %}

    --------------------------------------------

    We are using the Attentive integration, unsure if this is not possible to use with this integration?

    0
  • Roxanne
    댓글 작업 고유 링크

    Michael H I've been trying to implement your solution to:

    2) Preventing signature being included in SMS

    But I can't get it to work. I don't want the brand signature to apply to tickets that contain tag 'nosignature'. So my code looks like this:

    {% assign tags = ticket.tags | split: " " %}{% for tag in tags %}{% case tag %}
    {% when 'nosignature' %}
    {% else %}
    Kind regards,
    {{agent.signature}}
    {% endcase %}{% endfor %}

    But with this signature set up, the signature doesn't run for any tickets.

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Roxanne,

    It looks like the original poster hasn't had a chance to get back to you regarding your question.

    Are you still experiencing issues on your end?

    Let me know!

    0
  • Roxanne
    댓글 작업 고유 링크

    Yes, I haven't been able to get the solution that's proposed here to work, unfortunately... Any help would be much appreciated!

    0
  • Andreas Schuster
    댓글 작업 고유 링크

    Hi Roxanne,

    Could you please try it with the following syntax?

    {% unless ticket.tags contains 'nosignature' %}
    Kind regards,
    {{agent.signature}}
    {% endunless %}

    Cheers,

    0

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